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Listen up! Skills that call centre employees need to be successful (2009)

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What skills are important for staff in customer service call centres, exploring professionalism, stress, communication and the role of managers. Report sponsored by CPM (UK).

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Written by Dr. Amanda Shantz of Kingston University.

This literature review looks at what skills are important for staff in customer service call centres, exploring professionalism, stress, communication and the role of managers.

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